Last updated: 15 September 2026
Nine One First processes refunds exclusively to the original payment instrument used at booking. Service fees, bank charges and supplier unrecoverable amounts are deducted.
When we issue refunds
- A booking is cancelled within the cancellation window
- A supplier offers a goodwill refund (e.g. service issue)
- We cannot deliver a paid service due to no fault of yours
- A duplicate or over-charge is identified by our payment gateway
When we don't
- No-shows, late cancellations within retention windows, non-refundable bookings
- Refund requests received after supplier deadlines
- Changes in personal circumstances after the booking is confirmed (we still try to help via suppliers)
- Service fees of Nine One First, which are non-refundable
Timelines
| Reason for refund | Source | Typical timeline |
|---|---|---|
| Hotel cancellation inside window | Hotel | 5–10 business days |
| Flight cancellation | Airline | 7–14 business days |
| Visa refund (unused portion) | Visa partner | 7–14 business days |
| Our own service issue | Nine One First | 3–7 business days |
Timeframes above are after supplier settlement; banks may take additional time to post the credit.
Disputes
If you believe a refund is owed and we haven't issued one, please write to hello@nineonefirst.com with your reference. We resolve disputes within 30 days, and we treat every case on its own.